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Customer Relationship Management and Ebusiness

In: Business and Management

Submitted By JMUIGA
Words 5496
Pages 22

John Muiga Wanjiku
School of Human Resource Development, Jomo Kenyatta University of Agriculture and Technology, Nairobi, Kenya

Abstract — These paper looks into customer relationship management which is a company-wide business strategy designed to reduce costs and increase profitability by solidifying customer loyalty and explores it in context to e- business. It goes ahead to relate social networking revolution and its implication to business both positively and negatively and its impact on electronic Customer Relationship Management.

Index Terms - Customer Relationship Management,
Electronic-business, Electronic Customer Relationship Management


The effective management of the customer has become the dominant objective for firms seeking to sustain leadership in their markets and industries. With their expectations set by world class companies and interactive technologies, today’s customers are demanding to be treated as unique individuals and requiring their supply chains to consistently provide high-quality, configurable combinations of products, services, and information that are capable of evolving as their needs change. Companies know that unless they can structure agile infrastructures and supply chains that can guarantee personalization, quick-response delivery, and the ability to provide unique sources of marketplace value their customers will quickly migrate to alternative suppliers.
At the start of the second decade of the twenty-first century, the power of the customer has grown dramatically and has morphed into new dimensions amplified by the Internet and social networking revolution. The ubiquitous presence of the Web implies that whole supply chains are expected to provide all around 7/24/365 business coverage. Customers now assume...

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